We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 401363 results
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Decision Reference DRN-5844966
15 Dec 2025 The Original Holloway Friendly Society Limited Not upheldInsuranceDRN-5844966 The complaint Mr P complains The Original Holloway Friendly Society Limited (Holloway) has declined the claim he made under his income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised eve... (2 pages)View decision -
Decision Reference DRN-6019852
15 Dec 2025 Wakam UpheldInsuranceDRN-6019852 The complaint Mrs N is unhappy that Wakam declined a claim she made on her motor insurance policy and cancelled the policy. Mrs N’s policy is branded in the name of the insurance intermediary which administers it. And it is the intermediary which Mrs N has been dealing with ... (5 pages)View decision -
Decision Reference DRN-5821005
15 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5821005 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund money he lost when he fell victim to a safe account scam. He also complains that it charged interest on a loan that was taken as part of the scam. What happened I’d like to reassure the parties that altho... (4 pages)View decision -
Decision Reference DRN-6014625
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6014625 The complaint Mr R is complaining that Revolut Ltd hasn’t refunded transactions he said he didn’t make. What happened Mr R is disputing making payments to two retail merchants on 19 September 2024, as follows: Payment number Date Time MerchantAmount 1 19 September 2024 08.... (4 pages)View decision -
Decision Reference DRN-5987507
15 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5987507 The complaint Mr N complains Lloyds Bank PLC (“Lloyds”) hasn’t refunded funds he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mr N said he received an ema... (3 pages)View decision -
Decision Reference DRN-5462405
15 Dec 2025 IG Trading and Investments Limited Not upheldInvestmentsDRN-5462405 The complaint Mr I complains that IG Trading and Investments Limited (IG) unfairly rejected three trades placed on its investment platform. What happened In November 2023, Mr I attempted to invest approximately £61,000 in an exchange traded fund (ETF) via IG’s mobile app fo... (4 pages)View decision -
Decision Reference DRN-5988968
15 Dec 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5988968 The complaint The complaint arises from a transfer of funds Mr S made from an account he holds with a bank I’ll refer to as N to a new saving account with Charter Court Financial Services Limited trading as Charter Savings Bank (CSB). It’s one of two complaints he’s asked u... (3 pages)View decision -
Decision Reference DRN-5857542
15 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5857542 The complaint Mr B complains that Wise Payments Limited (as the recipient bank) didn’t do enough to prevent him from losing money to a scam. Mr B has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr B himself, where I also... (4 pages)View decision -
Decision Reference DRN-5906294
15 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5906294 The complaint Mr F complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he says was lost as the result of an investment scam. What happened Mr F says he was looking for new investments and found one on a social media site for a company I’ll refer to as C. C said... (4 pages)View decision -
Decision Reference DRN-6015464
15 Dec 2025 Buyline Ltd Not upheldConsumer CreditDRN-6015464 The complaint Mrs M complains about the way Buyline Ltd (‘BL’) handled her claim for a refund. What happened On 23 July 2024, Mrs M signed up for an online course provided by a business I’ll refer to as ‘H’. The course cost £4,000 which was paid for using funds from a fixed ... (3 pages)View decision